View tickets the way you like - switch from Standard to Compact view or vice-versa to organize tickets better

Link chat conversations

Yes

Yes

Link customer tickets with their chat conversations

Archive tickets

Yes

Yes

Yes

Yes

Archive processed tickets, to focus on the current work and to clear your inbox

Agent signatures

Yes

Yes

Yes

Yes

Agents can setup default signatures

Agent collision detection

Yes

Real time notification to agents when another agent is simultaneously replying or modifying a ticket

Desktop notifications (supported by four major browsers)

Yes

Yes

Yes

Get an alert when there is a new ticket or a response

Forward to external agents

Yes

You can forward the ticket to external agents without a Deskero account, enabling them to
collaborate to the ticket's management.

Forward to external people

Yes

Forward the ticket to external people without a Deskero account.

Chat

Chat widget for your websites

Yes

Yes

Chat directly from your website through a simple plug & use chat widget (Javascript or Popup window), then quickly convert any chat session into a ticket

Mobile Friendly

Yes

Yes

Optimized to work with mobile browsers

Track visitor navigation history

Yes

Yes

Track everything that customers see on your webiste

Customize look and feel

Yes

Yes

Personalize your widget by editing text, colors, buttons and borders

Chat Groups

Yes

Organize your incoming chat requests into different groups

Custom Greetings

Yes

Greet your visitors with custom messages

Greetings delay

Yes

Choose whether you want to greet visitors instantly or with a time delay

Sound alerts

Yes

Yes

Deskero alerts every time a message is sent by customers so agents need not worry while multi-tasking

Desktop notifications (supported by four major browsers)

Yes

Yes

Alerts agents when there is a new chat or a message

Attention grabber

Yes

Grab the attention of your web site's visitors adding a custom image like your own logo or a photo.

SMS

Send and receive Text Messages

Yes

Yes

Deskero natively supports MySMS and helps you answer customers real time. Any text message sent by customers to your phone number will automatically convert into ticket. Agents can reply, track and manage them from the support portal like any another ticket

File attachments

Yes

Yes

Deskero allows file attachments from customers which will be synced with original tickets. Files can also be attached via dashboard and send to customers via SMS channel.

Knowledge base

Knowledge base creation from ticket stories

Yes

Yes

Yes

Create a knowledge base item starting from a ticket reply

Ticket reply from a knowledge base solution

Yes

Yes

Yes

Insert reference to a knowledge base item in a ticket

RTE and HTML editor

Yes

Yes

Yes

Yes

Switch from rich text editing to HTML or vice-versa

Full text search

Yes

Yes

Yes

Yes

Search through your content with ease

Save drafts

Yes

Yes

Yes

Yes

Deskero saves articles drafts automatically

Customers proposals

Yes

Yes

Customers can send in suggestions and proposals

Knowledge base groups and areas

Yes

Yes

Yes

Yes

Create different categories to organize your knowledge base

Download areas

Yes

Yes

Yes

Yes

Create knowledge base areas where customers can download any type of file or document

Internal knowledge base

Yes

Yes

Configure a private knowledge base for your internal team

Knowledge base on Facebook

Yes

Yes

Share a knowledge base item on Facebook

Knowledge base on Twitter

Yes

Yes

Share a knowledge base item on Twitter

Customer management

Auto sync customer form

Yes

Yes

Yes

Yes

Automatically add & sync new contact data to the customer form, each time he contact you on a new channel

Customer CC

Yes

Add additional addresses to send carbon copies of a ticket response

Custom data fields

Yes

Yes

Yes

Yes

Add to your tickets any type of field that might be useful to your specific business

View all company tickets

Yes

Yes

Yes

Yes

View all tickets within a company

Conversation history

Yes

Yes

Yes

Create a unique chronology of tickets and replies, on any available channel, to collect and automatically save each conversation with a client

Scenario execution

Predefined scenarios

Yes

Predefined automated functions that manage the most common ticket situations